Are you listening to your customers? I mean, not just passively accepting the problem they’re having and thinking about the ways to fix it, but truly listening to what they’re saying. If not, you definitely should.
According to PWC’s Customer Experience Report, 82% of U.S. consumers want more human interaction in the future, and 59% of all consumers say businesses have lost touch with the human element of customer experience.
What does this mean for support departments, service centers and small businesses alike?
Many support techs believe that fixing the end-user’s problem is the key to positive customer experience, thus focusing more on the technological aspect of providing a service instead of taking an active listening approach to delivering remote support.
Which is not always what the customer wants.
Where fixing the end user’s computer problem is the ultimate goal and remote support software is the means of achieving that goal, it’s important not to forget that any service is still about human interaction in the first place.
Now, what can you do to get better at listening to your customers in the future?
- Avoid any distractions or multi-tasking when listening to a remote user. Focus on their words and emotions. Take notes if necessary.
- Rephrase the key points your customer makes and ask confirming questions to show that you understand what they’re saying. When doing that, focus on the end-user more, not just their problem.
- Pay attention to the remote user’s emotions. Avoid arguing and try to reduce any tension or negative emotions.
- Summarize the conversion and put yourself in their position. Let the customer know you share their frustration about the problem.
By focusing on the end-user, not just their problem, you’ll be able to better understand them, build trust and, in the end, secure a long-term relationship which both of you will benefit from.
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